Survey Key Findings JPB Citizens Advisory Committee February - - PowerPoint PPT Presentation

2019 Customer Satisfaction Survey Key Findings

JPB Citizens Advisory Committee February 19,2020 Agenda Item #8

Table of Contents

• Objectives
• Methodology
• Key Findings
• Survey Deliverables

Objectives

• Determine customer satisfaction levels

– Performance measurement – Informs contract operator compensation

• Additional research questions

– Fare media – Age – Boarding and alighting stations – Home ZIP Code

Methodology

• Onboard survey overview

– May to June 2019 – 45 trains

• 37 weekday trains (peak & off-peak)
• 8 Saturday trains

– English and Spanish surveys available – Increased number of ratings

• Response

– 3,070 completed surveys – 75% response rate – System-wide margin of error of +/- 1.63%

KEY FINDINGS

• High ratings for purchasing and using ticket

75% 58% 68% 57% 57% 65% 69% 54% 12% 17% 23% 17% 19% 24% 23% 18% 8% 11% 9% 12% 13% 9% 7% 12% 6% 13% 14% 11% 17% Experience using ticket* Experience purchasing ticket* Sense of security at the station* Ticket machines Ticket machines (2018) Cleanliness Cleanliness (2018) Location of Clipper CIDs*

5=Very Satisfied, 1= Very Dissatisfied Satisfied Neutral Dissatisfied NA

Station Ratings

4.17 3.87 3.87 3.82 3.77 3.78 3.90 3.76 N=3,070 *Rating not asked in 2018

66% 61% 66% 63% 57% 50% 53% 21% 20% 21% 20% 25% 23% 21% 12% 8% 7% 15% 16% 19% 17% 12% 6% 7% 11% Info on electronic platform signs* Info Boards Info Boards (2018) Real time info on electronic platform signs* Station announcements* Being informed of delays Being informed of delays (2018)

5=Very Satisfied, 1= Very Dissatisfied Satisfied Neutral Dissatisfied NA

• High rating for info on electronic platform signs

Station: Communication Ratings

4.17 3.87 3.87 3.82 3.78 3.90 3.76 N=3,070 *Rating not asked in 2018

Onboard: Conductor and Communication Ratings

• High Ratings for Conductors

*Rating not asked in 2018 N=3,070 87% 90% 82% 70% 63% 64% 54% 57% 8% 6% 11% 19% 23% 21% 20% 19% 7% 12% 12% 16% 11% 9% 12% Conductor appearance Conductor appearance (2018) Politeness and helpfulness of conductors* Visibility of conductors* Onboard announcements Onboard announcements (2018) Being informed of delays (on train) Being informed of delays (on train) (2018)

5=Very Satisfied, 1= Very Dissatisfied Satisfied Neutral Dissatisfied NA

4.41 4.54 4.28 4.00 3.78 3.81 3.64 3.81

76% 80% 68% 50% 64% 68% 61% 55% 53% 38% 16% 14% 23% 19% 24% 23% 23% 27% 29% 29% 6% 5% 9% 8% 11% 9% 12% 18% 17% 32% 23% 5% On-time arrival On-time arrival (2018) Comfort of ride* On-time arrival during Caltrain construction* Cleanliness of train interiors Cleanliness of train interiors (2018) Reliability of train equipment* Onboard seating availability* Noise level of train* Frequency of trains*

5=Very Satisfied, 1= Very Dissatisfied Satisfied Neutral Dissatisfied NA

Performance and Train Equipment Ratings

• High rating for On-Time Arrival

*Rating not asked in 2018 N=3,070 4.04 4.16 3.84 3.79 3.74 3.85 3.73 3.54 3.50 3.10

Onboard: Communication Ratings

• Slight decline in rating for availability of printed materials

59% 70% 41% 48% 18% 14% 20% 23% 6% 10% 14% 18% 13% 29% 16% Availability of printed materials Availability of printed materials (2018) Ability to report security or safety issues* Digital communications*

5=Very Satisfied, 1= Very Dissatisfied Satisfied Neutral Dissatisfied NA

3.99 4.23 3.66 3.62 *Rating not asked in 2018 N=3,070

2015-2019 Overall Scores

Satisfied Dissatisfied

3.93 4.01 4.05 4.07 3.86 3.96 4.02 4.04 4.08 3.83 3.86 3.89 3.90 3.92 3.81 1.00 2.00 3.00 4.00 5.00 Jun-15 Jun-16 Jun-17 May-18 May-19 Overall Experience Total Onboard Experience Total Stations & Parking

Impact of Ratings on Overall Satisfaction

High Impact Areas

• Cleanliness of train

interiors

• Onboard seating

availability

• Noise level of train
• Reliability of train

equipment

• Frequency of trains
• Routine

announcements

• Being informed of

delays (on train)

• Station

announcements

Comments

• Provided by 47% of respondents
• Top themes
• 1. Schedules/frequency – 25%
• 2. Delay Information/Service Announcements/Updates – 13%
• 3. Fares/fare policy/ticket validation procedures – 12%
• 4. Train/car condition/comfort of ride – 11%

N=1,227

Rider Comments

“Increase frequency at least every 30 minutes

• n a given day.”

“Would appreciate better communications

• f a major delay

especially at stations.” “I always forgot to tap off clipper!” “Need new trains and clean bathrooms. Trains are getting

• utdated.”

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Survey Deliverables

• Summary Report
• Cross tables of Survey Data
• Raw Data

Questions?

Julian Jest Market Research Analyst jestj@samtrans.com